Roberta Shroyer
 [Send email to request phone number] 27-6981

http://www.linkedin.com/in/robertashroyer

Summary

Technical Skills: Single-source and topic-based technical writing,
Enterprise-class online help, Editing, Peer-editing, Presentations, Procedural
documentation, Content development, Information development, Proposals, SOW,
Project plans, Research reports, Instructional design, Cross-cultural
communication products, Information architecture, Workflow analysis, User
experience research, Human-centered design, UI design, Documentation project
management, User research project management, Proposal project management, XML,
DITA

Operating Systems: UNIX, Solaris, Windows

PDLC Experience: Waterfall, Iterative, Agile

Domain Experience: Financial applications, Accounting information systems,
Business applications, Auditing workflow systems, Customer Relationship
Management (CRM), Consumer products, Client/Server applications, Internet auction
sites and portals, eCommerce sites, Web-based applications, Defect management,
Manufacturing workflow systems, Scientific workflow systems, Networking,
Telecommunications

Experience

Roberta Shroyer & Associates
Technical Writing and User Research
2009 to Date

Providing technical writing and user research services to variety of companies
and start-ups.

Agile Senior Technical Writer
PricewaterhouseCoopers
Center for Advanced Research
2007-2009

Designed and built first online help systems for new project management tool for
auditors and a new document comparison tool for attorneys. Wrote Getting Started
Guides.
Worked through full product life-cycle in a start-up group using C#/.Net and an
Agile development method:
 * Analyzed work process flows to document auditing procedures.
 * Illustrated help systems and guides with original graphics and Captivates.
 * Edited audit methodology guide written by a team of subject matter experts.
 * Participated in Quality Assurance testing.
 * Consulted on User Interface design and User Experience concerns.
 * Wrote proposals for and conducted remote international usability studies.

Senior Technical Writer
Symantec
Endpoint Security Group
August through November 2007

Wrote single-source, topic-based documentation for Symantec Endpoint Protection,
Version 11.0. Created reference guides for database administrators. Analyzed work
process flows to document database management procedures. Concurrent with work at
PricewaterhouseCoopers. Used XMetal, Vasont, and Perforce.

Senior Technical Writer
IBM / Hitachi
December 2006 to April 2007

Edited reference guide and operations manual for developers and end-users of
next-generation manufacturing workflow system using Word. Analyzed and mapped
work process flows from beginning to end of manufacturing cycle using Visio.
Built online help system using RoboHelp.

Senior Technical Writer
Nokia NetCore Services
2005

Updated a single-source, topic-based documentation suite for the next-generation
of Nokia Voyager, Flexi ISN, and Access Controller. Analyzed work process flows
to document installation and maintenance procedures for network configuration and
management tools. Used Arbortext Epic Editor and Documentum.

Documents included the following:
 * Installation guides, maintenance guides, and maintenance release notes
 * Configuration guides for SNMP, interfaces, CPI blades, and system functions
 * Routing and router services guides
 * Monitoring, alarm, and troubleshooting guides
 * Management guides for security, access, traffic, and faults
 * CLI reference guide

Instructional Designer
Juniper Networks/Mentorware
November 2004 to December 2004

Developed storyboard for computer-based training (CBT) course for Juniper
Networks' J-Series Technical Overview for Systems Engineers. Analyzed work
process flows to document installation and maintenance procedures. Used Word to
write; created and edited graphic illustrations using PowerPoint.

Technical Writer and Project Manager
Tec-Ed, Inc.
2000 to 2004

Managed multiple, concurrent, and long-term projects for major accounts for
full-service consulting firm. Edited work of other writers on team. Selected
clients and projects included:

 * Microsoft: Designed and built enterprise-class online help system for state
of the art inventory replenishment application. Worked through full product
life-cycle in Waterfall development environment. Consulted on user experience
concerns. Participated in Quality Assurance.

 * Sun Microsystems: Designed and built enterprise-class online help systems for
two versions of next-generation defect management tool based on Siebel CRM
application. Analyzed Sun's defect management processes. Created diagrams with
Visio. Conducted usability laboratory testing on legacy tool, Siebel platform,
and prototypes. Worked through full product life-cycle in Spiral development
environment. Created single-source, topic-based documentation and original
graphic illustrations based on original user research. Conducted Quality
Assurance testing through-out development.

 * MiFund: Authored Web content for Internet, Intranet, and Extranet use. Led
heuristic evaluation of prototype and wrote first user guide based on evaluation.

 * eBay and others: Conducted user research for various clients, ranging from
Fortune 500 enterprises to start-ups. Clients also included Cisco, Sun, Amersham
Pharmacia Biotech, Molecular Dynamics, Yahoo!, AOL, Netscape, Currenex,
PeopleSoft, MiFund, ILOG, VeriSign, Ford Motor, J. Walter Thompson, 415
Solutions, MiFund, and RealCentric.

 * Cisco and others: Wrote winning proposals for user research and technical
communication projects. Clients also included enterprises such as Cisco and Sun
and start-ups such as RealCentric. Capture rate = 1 in 3. Secured preferred
vendor status from Cisco.

Technical Writer
IBM Silicon Valley Laboratory
1999

Designed and built online help systems for DB2 Data Propagator and DB2
Performance Monitor. Wrote Testing Suite for DB2 Management Tools. Used Arbortext
Epic Editor to write and used Visio to map work process flows for testing DB2.
Indexed User Guide for DB2 Installer.

Team Award

2003 Excellence Award from Microsoft Business Solutions. Technical writer on
team recognized for documentation of the Solomon Inventory Control System.
Designed and built new online help system for a state-of-the-art Inventory
Replenishment Module. Consulted on UI design and user task flow.

Tools

Office Productivity Tools: Word, PowerPoint, Excel, Access, Outlook, Lotus
Notes, Lotus 1-2-3
Online Help Authoring Tools: RoboHelp
Documentation Tools: FrameMaker, Quadralay WebWorks Publisher, Acrobat,
Distiller
XML Authoring Tools: XMetal with DITA, Arbortext Epic Editor, FrameMaker with
DITA
Illustration Tools: Visio Professional, SnagIt, HyperSnap, Paint Shop Pro,
Captivate
Content Management Systems: Vasont, Documentum, SharePoint, Subversion,
Perforce, Drupal
User Experience Research Tools: Morae, UserVue

Technical Certifications

DITA Certified, Society for Technical Communication.
Certified Usability Analyst (CUA), Human Factors International. Focus on
usability of online information systems.
Certificate in Computer Information Systems, De Anza College. Focus on workflow
analysis in business and accounting information systems.

Education

MS in Technical Communication
College of Engineering
University of Washington

Focused on development of single-source, topic-based online information systems
based on original user experience research and principles of human-centered
design.
Conducted user research at the Laboratory for Usability Testing and Evaluation.
Performed studies for various corporate and university clients including
Microsoft, ShopNow.com Tegic Communications (Nuance), and the UWired Center for
Teaching and Learning Technology.

MBA
Schindler School of Business
University of Hawaii

Focused on marketing and marketing communications. Interned at Hawaiian
Telephone where I analyzed mobile phone usage patterns in the Hawaiian Islands.

Professional Activities and Organizations

Agile Technical Writers (ATW) discussion group on LinkedIn. Founder and Manager.
Society for Technical Communication (STC). Senior Member of Silicon Valley
Chapter and the Special Interest Group on Usability and User Experience.
Bay-CHI Chapter of the Association of Computing Machinery (ACM).
Association of Proposal Management Professionals (APMP). Northern California
Chapter.